HiPath Procentre Suite

 

Overview

• skills based routing for more efficient employee utilisation
• multi-media migration path for centralised handling of all
  customer interactions
• flexible and modular solution for phased migration
• standard CRM integration to maximise the investment in
  customer information

The HiPath Procentre Suite enables organisations to migrate easily from a classical call centre operation to a multi-media contact centre by simply adding the desired applications. With all organisations experiencing growth in the contact media of e-mail and Internet it is important to invest in technology today which can be effortlessly developed to meet their requirements for the future.

HiPath Procentre Entry is based upon the principles of traditional ACD group routing, delivering calls to appropriate agent groups and providing integrated management applications to enable fine-tuning by operational managers. The suite includes applications for real-time reporting, call centre administration and historical reporting.

HiPath Procentre Standard transforms the traditional voice ACD environment by delivering skills based routing, integrated management and CTI enabled desktop applications. The award winning routing platform HiPath Procentre Résumé Routing, provides the contact centre with the ability to present the call to precisely the right agent first time, every time.

HiPath Procentre Advanced builds on all the core components of HiPath Procentre Standard and provides support for e-business applications with extensive functions for e-mail processing, Web-chat, Web callback, Co-Browsing and application sharing.

HiPath Procentre CRM integration builds on the previous modules and integrates through to CRM applications such as Peregrine, SAP, Goldmine and Siebel, to facilitate a comprehensive eCRM solution.

The HiPath Procentre Suite contains specially matched products, applications and services which make it easier for customers to create customer contact centres and simultaneously increase the performance of their customer contact management.

			Siemens ProCentre Entry (254kb)
			Siemens ProCentre Standard (391kb)
			Siemens ProCentre Advanced (133kb)